Open comments to SkyMilesInsider
Apr 29, 2010, 10:45 am
#61
FlyerTalk Evangelist
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still a Hilton Diamond & Club Cholula™ R.I.P. Super Plats
Posts: 25,415
If you need to meet someone in person to deal with them, you are so 1999.
I think giving someone from DELTA ont his board our SM number, is a bad thing. Because what if we decide to post something bad about Delta and they decide to take it out on us by closing our SM account. AOL use to do this, if you were an AOL member didn't like they they would disconnect you.
I think giving someone from DELTA ont his board our SM number, is a bad thing. Because what if we decide to post something bad about Delta and they decide to take it out on us by closing our SM account. AOL use to do this, if you were an AOL member didn't like they they would disconnect you.
Retaliation is not in the picture. I've even been in their operations center & other facilities, and I'm still alive.
Apr 29, 2010, 10:51 am
#62
Join Date: Oct 2008
Location: TPA & ATL
Programs: DL PM, USLess air & HHoners
Posts: 1,237
+1. The problem is that for most folks here on FT it is hard to believe Richard Anderson knows and cares about these problems. We just constantly get barraged with "Best in class" marketing hype but the relatively basic issues of the FFP have not been addressed. And by "addressed", I don't necessarily mean fixed, but at least some indication it's being worked on AND HOW. SMI did give us some details a month or so back, but it was extremely vague about what improve. Even in this thread we aren't given a lot of indication of what those improvements are.
So without good communication, most people are left to wonder and the experience with the FFP has not left people with good thoughts/tastes.
For all our sakes, I certainly hope so. Calendar and IT issues I agree, take time. But the issues of award availability I really struggle with believing that it is so hard. While I come from the NWA side, I know there has been many many posts from DL folks who have stated how award availability has gotten worse. I can't imagine pre-merger the challenge of finding J internationally was this difficult. Was it?
+1. SMI if you're listening, we appreciate every post you make and your contributions here. I'm sure you take on more than your fair share of blame for decisions not made by you, and we also realize sometimes you hands are tied.
As I've stated to you (SMI) before in the other thread, specific feedback to us about what MGMT acknowledges is a problem and will work on would go miles to calm the fears and speculation that occurs here. Certainly you can and can't say some things, but silence is not really bliss when DL has done a bad job with communication.
Either way, thanks for your posts and contributions. Sorry to have missed the Mini-DO and meeting you.
So without good communication, most people are left to wonder and the experience with the FFP has not left people with good thoughts/tastes.
For all our sakes, I certainly hope so. Calendar and IT issues I agree, take time. But the issues of award availability I really struggle with believing that it is so hard. While I come from the NWA side, I know there has been many many posts from DL folks who have stated how award availability has gotten worse. I can't imagine pre-merger the challenge of finding J internationally was this difficult. Was it?
+1. SMI if you're listening, we appreciate every post you make and your contributions here. I'm sure you take on more than your fair share of blame for decisions not made by you, and we also realize sometimes you hands are tied.
As I've stated to you (SMI) before in the other thread, specific feedback to us about what MGMT acknowledges is a problem and will work on would go miles to calm the fears and speculation that occurs here. Certainly you can and can't say some things, but silence is not really bliss when DL has done a bad job with communication.
Either way, thanks for your posts and contributions. Sorry to have missed the Mini-DO and meeting you.
While I'm a relative newbee on FT (less than 200 posts) I find FlyerTalk a great source of info on Delta and knowing that my frustrations are shared. If Delta somewhere acknowledged and addressed the concerns with a plan for fixing issues that would go a long way to avoid frustration. Even a "we acknowledge your concern, but that is not our highest priority right now" would be better than just marketing hype...
My boyfriend and I didn't make the mini-do, but keep holding off plans for holidays in June and July hoping to be able to make the one then and meeting you SMI and other Delta reps.
Apr 29, 2010, 10:53 am
#63
Join Date: Dec 2005
Location: Hopefully on a plane...
Posts: 6,580
I thought before replying to this, because i do understand your position. To imagine that you would personally meet and shake hands with someone who PM's you does solve the problem. You will need to deal with very few people. I have knowingly met in person nobody at all on FT, but I have communicated and done business with numerous people. As a matter of fact I work professionally with numerous people I have never met in person. You must do so also. That you do not choose to accept PM's is in line with many of the more cynical expectations in this forum. Disappointing. Of course you must have identification for those with whom you'd communicate. How could it be otherwise.
A friend who has worked with DL in rejuvenating web services and SM policies assured me that DL was a new and different company now, on track for doing great things. He is quite incorrect if your response is any indication.
Companies with quite serious customer service problems have managed to tackle these issues well and positively, even while huge problems were being resolved. A few posters here have worked with such companies, as have I. We know how hard it is. Telling us you won't deign to deal with us unless you personally meet us is telling us you are 100% uninterested in these issues. Posters who have met you say otherwise.
It's too bad you want to use 20th century contact principles in the 21st century. I apologize for thinking otherwise.
Check out USAA, Barclaycard UK, American Express, Starwood or Amazon if you're at all interested in the subject. They are not uniform or perfect but one can see them trying hard, and that helps greatly. transparency counts in this world, opacity breeds contempt.
A friend who has worked with DL in rejuvenating web services and SM policies assured me that DL was a new and different company now, on track for doing great things. He is quite incorrect if your response is any indication.
Companies with quite serious customer service problems have managed to tackle these issues well and positively, even while huge problems were being resolved. A few posters here have worked with such companies, as have I. We know how hard it is. Telling us you won't deign to deal with us unless you personally meet us is telling us you are 100% uninterested in these issues. Posters who have met you say otherwise.
It's too bad you want to use 20th century contact principles in the 21st century. I apologize for thinking otherwise.
Check out USAA, Barclaycard UK, American Express, Starwood or Amazon if you're at all interested in the subject. They are not uniform or perfect but one can see them trying hard, and that helps greatly. transparency counts in this world, opacity breeds contempt.
Apr 29, 2010, 11:02 am
#64
Join Date: Dec 2005
Location: Hopefully on a plane...
Posts: 6,580
If you need to meet someone in person to deal with them, you are so 1999.
I think giving someone from DELTA ont his board our SM number, is a bad thing. Because what if we decide to post something bad about Delta and they decide to take it out on us by closing our SM account. AOL use to do this, if you were an AOL member didn't like they they would disconnect you.
I think giving someone from DELTA ont his board our SM number, is a bad thing. Because what if we decide to post something bad about Delta and they decide to take it out on us by closing our SM account. AOL use to do this, if you were an AOL member didn't like they they would disconnect you.
Apr 29, 2010, 12:02 pm
#66
Join Date: Jun 2006
Location: STX
Programs: Used to have a bunch of shiny metallic cards. That was one life ago.
Posts: 1,807
Problem: That's not what SMI wrote.
SMI, restrict PMs because you don't have time to answer them. Say just that. Telling us we need to shake your hand or provide our SM numbers (which I have NO problem with) to, ostensibly, get some sort of increased access to your problem resolution abilities seems a but disingenuous.
Apr 29, 2010, 12:43 pm
#67
Join Date: Dec 2005
Location: Hopefully on a plane...
Posts: 6,580
SMI, restrict PMs because you don't have time to answer them. Say just that. Telling us we need to shake your hand or provide our SM numbers (which I have NO problem with) to, ostensibly, get some sort of increased access to your problem resolution abilities seems a but disingenuous.
Apr 29, 2010, 1:45 pm
#68
Join Date: Nov 2004
Posts: 173
Everyone focuses on the award calendar. No question it's terrible, but the standard try to buy a ticket search is just as bad or worse. Simple searches yield terrible results, it doesn't know DL's flights to some cities exist. Don't even bother to try a complex multi city search. To blame merger integration is absurd. If the technology wasn't ready, they were not ready to merge, case closed. Anything else is bad management.
Apr 29, 2010, 6:05 pm
#69
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
As has been stated many times before...the technology was already in use and was picked to run the new DL....unfortunately the bean counters (read Ed and his posse) decided it cost too much so they decided to keep the Vic-20's running DLTragic a few more decades and unplug PARS
Apr 30, 2010, 9:41 am
#70
Company Representative - Delta Air Lines
Join Date: Jul 2009
Location: Atlanta, GA
Programs: SkyMiles
Posts: 351
SMI, restrict PMs because you don't have time to answer them. Say just that. Telling us we need to shake your hand or provide our SM numbers (which I have NO problem with) to, ostensibly, get some sort of increased access to your problem resolution abilities seems a but disingenuous.
While part of the reason for limiting PMs to those whom I meet in person is about volume, the other part of it is genuinely wanting to meet you and provide an incentive for you to attend DOs (in their various forms) that I will continue to attend, schedule permitting. Meeting you in person gives us both a great opportunity. For my part, it allows me the chance to put a face with a name and gain a very personal perspective that is frequently accompanied by one or more experiences with us. For you, it offers whatever you make of it: for some, it is a chance to tell a story or experience; for others it is a simple hello; for yet others, it is an opportunity to ask "why does Delta do X?" and an answer that is often accompanied by an insider's story.
Hopefully this adds some additional background perspective for you.
SkyMilesInsider
Apr 30, 2010, 9:47 am
#71
Join Date: Nov 2005
Location: on the path to perdition
Programs: Delta, United
Posts: 4,788
Apr 30, 2010, 10:00 am
#72
Company Representative - Delta Air Lines
Join Date: Jul 2009
Location: Atlanta, GA
Programs: SkyMiles
Posts: 351
I'm game for any of them. ^
Just let me know far enough in advance...
Apr 30, 2010, 10:09 am
#73
Join Date: Dec 2004
Location: Ireland, UnderH20, AUA, Brooklyn
Programs: Delta Charter KM, DM180, RW, DM, SC, SkyBonus; HH Diamond, IHG Plt Amb, Global Ent, TWIC
Posts: 2,191
Apr 30, 2010, 11:00 am
#74
Suspended
Join Date: Nov 2003
Location: Tucson, AZ, USA. UA 1K, reluctant but * best in class * DL FO/MM. Former BA jumpseat rider and scourge of Dilbertian management and apologists. As LX might - and do - say: "....an experienced frequent flyer of international airlines"
Posts: 3,386
Please don't misunderstand the intent. It was not my wish to be percieved as being disingenuous in any way - so I apologize if that is the way it was taken.
While part of the reason for limiting PMs to those whom I meet in person is about volume, the other part of it is genuinely wanting to meet you and provide an incentive for you to attend DOs (in their various forms) that I will continue to attend, schedule permitting. Meeting you in person gives us both a great opportunity. For my part, it allows me the chance to put a face with a name and gain a very personal perspective that is frequently accompanied by one or more experiences with us. For you, it offers whatever you make of it: for some, it is a chance to tell a story or experience; for others it is a simple hello; for yet others, it is an opportunity to ask "why does Delta do X?" and an answer that is often accompanied by an insider's story.
Hopefully this adds some additional background perspective for you.
SkyMilesInsider
While part of the reason for limiting PMs to those whom I meet in person is about volume, the other part of it is genuinely wanting to meet you and provide an incentive for you to attend DOs (in their various forms) that I will continue to attend, schedule permitting. Meeting you in person gives us both a great opportunity. For my part, it allows me the chance to put a face with a name and gain a very personal perspective that is frequently accompanied by one or more experiences with us. For you, it offers whatever you make of it: for some, it is a chance to tell a story or experience; for others it is a simple hello; for yet others, it is an opportunity to ask "why does Delta do X?" and an answer that is often accompanied by an insider's story.
Hopefully this adds some additional background perspective for you.
SkyMilesInsider
I can vouch for SMI's rationale and sincerity. He and I may well disagree on aspects of DL SM policy but as he states, he certainly made himself available to me and others in person and listened to our commentary on various aspects of the program. And we can all conduct this in a civilized manner, over best in class microbrews.
I suspect his ability to effect change is rather limited, as is true for many of us working inside large entities. Some of which are almost as dinosaurian as DL. So, it wouldn't be fair to hold SMI fully accountable for lack of change. He knows well of the many shortcomings of the SM program because he has seen firsthand how Bob S delivered genuine best in class product at WP and how members responded to the quality of the program.
Also, comparisons with the role played by Scott O'Leary over at CO, illustrate this. Scott had the ear of the CEO and CFO, we know, because we saw the results directly in CO policy and in direct answers to burning FT questions, delivered by these guys in person. In contrast, the DL management is utterly disengaged from its customers. It listens solely to the faceless RM guys with respect to SM program design and policy. Never mind the FAs, if only those guys had to use a fixed annual SM allocation to book their vacation travel in J, no NRSA for them, then the notorious DL award shenanigans would be fixed by tomorrow morning.
I believe SMI knows this as well as we do but he's unlikely to make any public statement on these matters - even if he's working behind the scenes to do something about the most egregious failures of SM.
Apr 30, 2010, 11:49 am
#75
Join Date: Dec 2005
Location: Hopefully on a plane...
Posts: 6,580
All of the DO's are member planned... if you want one in SLC you know where to look.